
Quality Coach
1 week ago
Position: Quality Coach – Collections (Telecaller Team)
CTC: Up to 7 LPA
Location: new Delhi
To monitor, evaluate, and improve the quality of collection calls, ensuring compliance with regulatory standards, enhancing team performance, and improving customer experience.
Key Responsibilities-
Call Monitoring & Evaluation
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Listen to recorded/live calls of the telecaller collections team.
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Assess calls based on compliance, soft skills, process adherence, and productivity.
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Coaching & Feedback
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Provide structured feedback to telecallers on improvement areas.
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Conduct one-on-one coaching sessions and group training for skill enhancement.
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Quality Audits & Reporting
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Prepare regular quality audit reports highlighting trends, gaps, and action plans.
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Track progress of agents post-feedback.
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Process Improvement
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Identify common errors and recommend process/policy improvements.
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Collaborate with training and operations teams for continuous development.
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Compliance & Risk Management
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Ensure adherence to RBI guidelines, internal policies, and industry best practices.
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Report deviations immediately to management.
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Graduate in any discipline (preferred: commerce, finance, or related field)
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4–6 years’ experience in Collections Quality/Training in BFSI or BPO environment
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Strong analytical, listening, and feedback skills
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Proficient in MS Office (Excel, PowerPoint, Word)
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Good understanding of call quality parameters and compliance requirements
Apply by mailing your CV to with subject line " Quality Coach (Collections)"
for further queries WA:
Regard
Team HR
Staffiaa Services
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